Aftersales Field Technical Support Coordinator

About this role

BURN Manufacturing, a leading clean cooking solutions company operating across Sub-Saharan Africa, is seeking an Aftersales Field Technical Support Coordinator to oversee and coordinate last-mile warranty swap operations from their Mwanza office. This role ensures operational continuity, service quality, and customer satisfaction throughout the product lifecycle. The coordinator will lead and manage all swap activities, ensuring timely execution and adherence to Service Level Agreements. Key responsibilities include overseeing level 2 troubleshooting and cosmetic repairs at local collection service hubs, coordinating with Sales Operations to reconcile Aftersales stock between warehouses and service points, and collaborating with internal teams including Customer Experience, Sales, Logistics, and Quality Management Systems.

The role also involves supporting the training of field teams on swap processes, compliance, and customer engagement, as well as auditing field activities, sharing feedback, and implementing corrective actions for continuous improvement. Additional accountabilities include supporting Root Cause Analysis and Corrective Action Requests for recurring issues, preparing weekly and monthly reports on swaps, Voice of Customer, SLA performance, and cost tracking, and driving initiatives to improve Aftersales Customer Effort Score and Customer Satisfaction scores through proactive engagement. Candidates must hold a Diploma in Electrical or Electronic Engineering or a related field, with a bachelor's degree as an added advantage. The ideal candidate brings 3 to 5 years of experience in Aftersales, Field Operations, or Technical Support, with proven experience in managing field teams and coordinating logistics.

Strong analytical and reporting skills are essential, including proficiency in MS Excel, ERP, and helpdesk systems. Excellent communication and stakeholder management abilities are required, along with the capacity to drive process improvements and meet commercial KPIs. Familiarity with SLA management, after-sales operations, and customer experience metrics is expected, with exposure to carbon projects or the clean energy sector being an added advantage.